Refund and Return Policy
Last updated:
We want you and your dog to love what you get. Here is how returns work.
The short version
| Item | Can I return it? | Refund? |
|---|---|---|
| Regular items (not personalised) | Yes, within 30 days of delivery | Yes, once we get it back |
| Personalised items (made with your photo, name or text) | No, unless it arrived damaged, broken or misprinted | We replace it for free, or refund you |
| Anything that arrives damaged, broken or wrong | Tell us within 14 days | Free replacement or full refund, your pick |
Regular items: 30-day returns
You can return a regular item within 30 days of delivery.
To return it, the item must be:
- Unused, unwashed, and not chewed.
- In its original packaging, if you still have it.
- Not a food, treat, or chew that has been opened. For health reasons we can only take these back unopened.
How to start a return
- Email support@ensopaws.com with your order number and the item you want to send back.
- We reply within 2 business days with the return address and steps. Please do not send items to our Austin mailing address. Our items ship from different warehouses, so the return address depends on the item. Items sent without a return OK may be lost, and we cannot refund them.
- Ship it back. We suggest a tracked service.
Return shipping: you pay return shipping for change-of-mind returns. If the item is damaged, broken, or wrong, we pay.
Your refund: once the item reaches the warehouse and passes a quick check, we refund you to your original payment method within 5 business days. Your bank may take 5 to 10 more days to show it. We refund the item price. Original shipping is refunded only if the item was damaged, broken, or wrong.
Personalised items
Personalised items are made just for you, with your pet's photo, name, or text. We cannot sell them to anyone else, so we cannot take them back if you change your mind.
We will replace it for free, or refund you, if:
- It arrived damaged or broken.
- It was printed wrong (wrong photo, wrong name, typo we made, big color or print flaws).
- You got the wrong item.
What we cannot fix for free:
- A typo or mistake that was in the text or photo you sent us. Please check your order before you pay.
- A blurry print from a small or blurry photo. We will email you if your photo looks too small before we print, when we can.
- Small color differences. Screens and printed items never match 100%.
Cancel or change a personalised order: email us within hours of ordering. After that, it may already be in production and we cannot stop it.
Damaged, broken or wrong items
Email us within 14 days of delivery with:
- Your order number.
- A photo of the item and, if you can, the box.
We will send a free replacement or a full refund, your choice. Most of the time you do not need to send the item back.
Lost or late orders
If your tracking says "delivered" but you cannot find it, please check with neighbors and your local post office first, then email us within 14 days. If tracking has not moved for business days, email us and we will look into it. See our Shipping Policy for delivery times and your right to cancel if we are late.
Exchanges
We do not do direct swaps. Return the item for a refund (see above), then place a new order for the one you want.
Cancel an order
You can cancel a regular order for a full refund until it ships. Email us as soon as you can. Once it ships, use the return steps above.
Before you file a chargeback
Please email us first. We answer fast and will fix it. A chargeback can take weeks, and we would rather get your money back to you sooner.
Contact
support@ensopaws.com Ensopaws, 605 W 9th Street, Unit #4164, Austin, TX 78701, USA (mail only, not for returns)